Remote media call center

ABSTRACT

The call center processing system disclosed enhances the capabilities of traditional call centers. In particular, the processing system allows a call center to receive, aggregate, and index many different types of media obtained from a wide variety of sources and that relate to many different types of incidents. Thus, for example, the processing system provides a third party with the option of submitting call phone camera pictures, audio input, video camera footage, and other types of media when reporting an incident to the call center. The call center may be an emergency number (e.g., 911) call center, a service center (e.g., for a home appliance), a news reporting call center, or any other type of interactive information exchange.

CROSS REFERENCE TO RELATED APPLICATIONS Background

1. Technical Field

The present invention relates to electronic media acquisition, indexing,storage, association, and communication. In particular, the presentinvention relates to enhancing existing services including call centers,news services, and police and other emergency services with electronicmedia obtained from a variety of sources in a uniform or ad-hoc manner.

2. Background Information

The technologies supporting and incorporated into consumer electronicsdevices, driven by strong market demand, have matured rapidly and becomequite powerful in a short time period. In cellular telephony, forinstance, portable phones have quickly evolved from cumbersome heavydevices to miniature lightweight all purpose communicators. The level oftechnology integration and sophistication in portable phones has risento the point where cell phones now incorporate digital cameras, voiceannotation, email, calendaring, and appointment functions in a singlepackage.

Similarly, miniaturization, sensitivity, and resolution advances havebenefited security cameras, microphones, motion sensors, proximitysensors and other types of sensing equipment. As an example, inexpensivesecurity cameras, less than an inch and a half in diameter, areavailable that provide color video and wireless image transmission to aremote surveillance location. Similarly, small high sensitivitymicrophones are available to supplement security images with real timeaudio feedback, and 3-mega pixel digital cameras are commonplace.

In other settings, however, technology has not had such a dramaticimpact. For example, an emergency call center (e.g., a 911 call center)typically has limited technological resources that it can draw upon tohandle emergency calls. Some call centers may only include a telephoneinterface to handle incoming calls, a radio dispatch interface to alertthe relevant authorities, and a call routing system to direct incomingcalls to the appropriate operators. As another example, an appliancemaintenance hotline may simply include a telephone interface to handleincoming calls, a technician that responds to the telephone calls, and apre-generated service manual stored on a local machine that thetechnician may consult while handling the call.

As a result, individuals often experience a frustrating disconnectbetween the capabilities associated with the devices they use on a dailybasis, and services that they turn to for help or for information. Inmany instances individuals have the capability to capture media thatwould greatly improve the service they could receive from a call center,but call centers are unprepared to accept and incorporate the media intotheir processes. The technology gap renders call centers and otherservices exasperating and sometimes annoying to use. More importantly,however, the call centers and other services are less effective thanthey otherwise could be, and therefore, as an example, less adept atrendering aid, disseminating information, and protecting citizensthrough law enforcement related activities.

There is a need for addressing the problems noted above and otherpreviously experienced.

BRIEF SUMMARY

Methods and systems consistent with the present invention provide a callcenter processing system. The call center processing system providesfeatures (based on the particular implementation of the call center)that enhance the capabilities of traditional call centers. In oneimplementation, the call center includes a network infrastructureinterface for receiving an incident report from an external network, amedia database, and a processing system. The processing system mayinclude a memory including a media aggregation program, and a processorthat executes the media aggregation program.

The media aggregation program is not limited to any particularimplementation or feature set. In one implementation, for example, themedia aggregation program may include instructions for accepting mediaassociated with the incident report, obtaining classificationinformation from the external network, and obtaining incidentinformation from the incident report. The aggregation program may alsoinclude instructions for building a media record from the incidentinformation and the classification information, and storing the mediarecord and the media in the media database. The media may include cellphone camera pictures, security camera video, microphone audio output,and other types of information obtained from a wide variety of sensors.

In many instances, the third party that submits the incident report alsosubmits the first piece or pieces of related media (e.g., a cell phonecamera image). However, the media aggregation program may also aggregaterelated media obtained from other sources. For example, the mediaaggregation program may also include instructions for acceptingsupplemental sensor media from other sensors than those by the initialsubmitter of the incident report and for aggregating the supplementalsensor media in the media database, optionally indexed or associatedwith selected incident or classification information.

Methods and systems consistent with the present invention also provide acall center investigation tool. The investigation tool may beimplemented, for example, using a media database in cooperation with aninvestigation program. Generally, the investigation program responds toa user interface and provides search and report generation capability.For example, in one implementation, the investigation program mayinclude instructions for accepting incident search parameters,initiating execution of an incident search in the media database basedon the search parameters, and displaying a selection interfacecomprising media record indicia associated with matching media recordsreturned from the incident search. The investigation program may furtherinclude instructions for displaying an investigation report interface,and accepting report components for building an investigation report inthe report interface. The investigation report may include selectedmedia records and other information relating to the incident.

In other implementations, the investigation tool includes additional ordifferent capabilities. As one example, the investigation tool may alsodisplay an area map of the location where an incident occurred, alongwith incident indicia that graphically indicates the incident location.In other implementations, the investigation tool may also respond to alocator icon, as one example, a security camera icon. In response toactivation of the security camera icon, the investigation program maythen display sensor indicia on the area map that graphically indicatelocations from which supplemental media have been obtained.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 illustrates a call center processing system, in communicationwith external networks and media sensors, that aggregates and indexesmedia obtained from external sensors.

FIG. 2 shows an example of a media record, classification information,and an incident report that the call center processing system of FIG. 1may process, analyze, and store.

FIG. 3 depicts a flow diagram of steps taken by a media aggregationprogram executed by the call center processing system shown in FIG. 1.

FIG. 4 illustrates a call center processing system, in communicationwith external networks and media sensors, that dispatches incidentalerts to subscriber entities.

FIG. 5 shows an example of an entity record and a location record thatthe call processing system shown in FIG. 4 may create, retrieve, andprocess from associated databases.

FIG. 6 shows an example of an incident alert that the call processingsystem shown in FIG. 4 may prepare for transmission to subscriberentities within a coverage area.

FIG. 7 shows an example an incident map transmitted to a subscriberentity by the call center shown in FIG. 4.

FIG. 8 shows a flow diagram of the steps taken the dispatch programexecuted by the call center processing system shown in FIG. 4.

FIG. 9 illustrates a call center processing system, in communicationwith external networks and media sensors, that collects and preservessupplemental media from sensors external to the call center processingsystem.

FIG. 10 shows an example of a sensor activation instruction that thecall processing system shown in FIG. 9 may prepare and transmit toexternal sensors.

FIG. 11 shows a flow diagram of the steps taken the media collectionprogram executed by the call center processing system shown in FIG. 9.

FIG. 12 illustrates an example of a media preservation instruction thatthe call processing system shown in FIG. 9 may prepare and transmit toexternal sensors.

FIG. 13 shows a media time line including a media extent and selectedpost-incident and pre-incident retention extents.

FIG. 14 shows a flow diagram of the steps taken the media preservationprogram executed by the call center processing system shown in FIG. 9.

FIG. 15 depicts a call center user interface that may be implemented bythe call center processing systems shown in FIGS. 1, 4, and 9.

FIG. 16 illustrates a call center investigation tool that may be used tointerface to the media, sensor, and subscriber entity databases andprovide search and report generation capability.

FIG. 17 shows a call center investigation tool user interface that maybe implemented by the call center investigation tool shown in FIG. 16.

FIG. 18 shows a flow diagram of the steps taken the media investigationprogram executed by the call center instigation tool shown in FIG. 16.

FIG. 19 illustrates a flow diagram of steps taken to analyze and routeincident data to business processes or entities.

DETAILED DESCRIPTION

FIG. 1 shows a call center processing system 100 (“call center 100”) incommunication with external networks 102 and media sensors in place in ageographical area 104. The call center 100 includes a processor 106coupled to a network infrastructure interface 108, a memory 110, and amedia database 112. The processor 106 executes programs out of thememory 110. The memory 110 holds, during processing, incident reports114 and classification information 115. The memory 110 also holds inwhole or in part processing programs including a media aggregationprogram 116. The media database 112 includes media records 118 thatindex the media 120. A display 146 provides a visual interface to theprocessing system 100, and, for example, presents a call center userinterface 148 to the operator of the call center 100.

Included in the external networks 102 are a Public Switched TelephoneNetwork (PSTN) 122 and a dedicated data network 124. The PSTN 122primarily handles telephone communications between landline and mobilesubscribers. To that end, the PSTN 122 may communicate with wirelessbase stations that bi-directionally communicate with mobile subscribers.While a significant amount of the traffic on the PSTN 122 is voice datafor telephone conversations, the PSTN 122 may also supportbi-directional communication of data encoded and decoded, for example,by modems or other data network interfaces to the PSTN 122.

The dedicated data network 124 primarily handles general purpose datatransfers between a source and a destination. While the dedicated datanetwork 124 may carry digitized voice samples supporting telephoneconversations, its role is more general purpose in nature. Thus, thededicated data network 124 may represent a local or wide area computernetwork, including the Internet, over which data of any sort maypropagate.

As will be explained in more detail below, the external networks 102,regardless of implementation, support the communication of media to andfrom media sensors external to the call center 100. The media may takemany forms, including audio and visual data that conveys informationabout a location in a geographical area. Generally, the media conveysinformation about a geographical area or incidents that have occurred,are occurring, or that may occur in the geographical area. To that end,the media may include individual images, an image slideshow ofindividual images captured at pre-selected intervals, a video stream(e.g., security camera footage), an audio stream, motion sensordetections, proximity sensor detections, and other informative data thatconveys information about a geographical area. The media may be live, orstored and retrieved upon demand, for example, from the security company142.

The external networks 102 communicate with media sensors in thegeographical area 104. FIG. 1 shows a particular example of ageographical area 104 that extends over several blocks from Adams Streetto Monroe Street and from Clinton Street to Canal Street. The mediasensors include: the mobile cell phones 126 and 128; the securitycameras 130, 132, and 134; the motion sensor 136; the proximity sensor138; and the microphone 140.

A security company premise 142 is also present and may represent one ormore security companies that install, monitor, and maintain the securitycameras 130-134 or any other media sensor or the media captured by thesensors. Thus, the security company 142 may, for example, storerecordings obtained from the media sensors for a pre-selected timebefore deleting the recordings from storage.

Note also that FIG. 1 shows an incident location 144 near theintersection of Canal Street and Monroe Street. The incident locationspecifies an approximate or exact spatial location at which an event ofinterest has occurred (e.g., a robbery, a broken water main, or anyother incident).

The elements illustrated in FIG. 1 interoperate as explained in moredetail below. Before setting forth any additional explanation, however,it is noted that all of the discussion below, regardless of theparticular implementation being described, is exemplary in nature,rather than limiting. For example, although selected aspects, features,or components of the implementations are depicted as being stored in thememory 110 and media database 112, all or part of systems and methodsconsistent with the present invention may be stored on or read fromother machine-readable media, for example, secondary storage devicessuch as hard disks, floppy disks, and CD-ROMs; a signal received from anetwork; or other forms of ROM or RAM either currently known or laterdeveloped.

Furthermore, although specific components of call center processingsystems and investigation tools will be described, methods, systems, andarticles of manufacture consistent with the processing systems andinvestigation tools may contain additional or different components. Forexample, the processor 106 may be a microprocessor, microcontroller,application specific integrated circuit (ASIC), discrete logic, or acombination of other types of circuits acting as explained above.Similarly, the memory 110 may be DRAM, SRAM, Flash or any other type ofmemory. With regard to databases, they may be separately stored andmanaged, incorporated into a single database, or generally logically andphysically organized in many different ways. Furthermore, the databasesmay more generally represent data files that may be searched usingtechniques other than relational database queries, for example. Theindividual programs discussed below may be parts of a single program,separate programs, or distributed across several memories andprocessors.

In addition, the media sensors 126-140 may vary widely in design andimplementation. For that reason, the media sensors 126-140 are notlimited to the examples given above. Instead the media sensors moregenerally encompass devices that gather information about thegeographical area 104 or incidents occurring in the geographical area104. Thus, for example, a media sensor may take the form not only of avisible wavelength video camera, but also an infrared video camera.Other media sensors may also be employed, including vibration detectors,laser interferometers, and so forth.

Media Aggregation and Indexing

Returning to FIG. 1, the geographical area 104 encompasses several cityblocks. The geographical area 104 may be of arbitrary shape and size,however. As examples, the geographical area 104 may extend over urban orrural areas that include many apartment buildings, homes, high riseoffice buildings, streets, businesses, and other establishments.Similarly, the geographical area 104 may instead focus more tightly onindividual buildings, homes, streets, sporting arenas, or otherestablishments.

Regardless of the size and shape of the geographical area 104, incidentsof interest may occur anywhere within the geographical area 104. Forexample, FIG. 1 shows an incident location 144 near the corner of Canaland Monroe Streets. Generally, the incident location 144 spatiallyspecifies where an incident of interest has occurred. Thus, as examples,the incident location 144 may represent the intersection at which apedestrian was hit by a cab, where a mugging took place, where anelectrical wire has broken, or where any other incident of interest hasoccurred.

Typically, a third party (e.g., a person without any particularconnection to the call center 100) may witness or experience theincident. In response, the third party may contact the call center toreport the incident or to request assistance at the incident location144. For example, when the incident is a mugging, the third party maywitness the mugging and contact the call center 100 to obtain policeassistance. To that end, the third party communicates with the callcenter 100 through the external networks 102. As one example, the thirdparty may carry the cell phone 126, and place a wireless call to thecall center 100 through the PSTN 122.

At the call center 100, the network infrastructure interface 108communicates with the external networks 102 to receive an incidentreport 114 from the third party. Additionally, the media aggregationprogram 116 accepts media from the third party relating to the incident.As one example, the cell phone 126 may include a digital camera and amicrophone that has captured visual or aural media showing the incidentitself, showing the incident location 144 before, during, or after theincident, or showing a nearby location before, during, or after theincident. The third party may then instruct the cell phone 126 totransmit the media to the call center 100 in conjunction with theincident report. Additionally, the third party may provideclassification information to the call center 100. The classificationinformation and the incident report are discussed in more detail below.

When the call center receives the media, the classification information,and the incident report, the media aggregation program 116 obtainsincident information, that generally may be selected from the incidentreport. The aggregation program 116 employs the incident information andclassification information in building a media record for the incident.The aggregation program 116 stores the media record and the mediareceived in the media database 112. As a result, the call center 100begins to compile not only initial information concerning reportedincidents, but also many different types of media over time that mayhelp illustrate, explain, and understand the incident or thegeographical area 104.

As will be explained in more detail below, the call center 100 maysubsequently accept supplemental sensor media and aggregate thesupplemental sensor media with the data already present in the mediadatabase 112. The supplemental sensor media may arrive at the callcenter 100 from any external media sensor, including the media sensors126-140. As examples, the security camera 134 may provide video footageto the call center 100, or the motion sensor 136 may provide a detectionsignal to the call center 100 that indicates at what times the motionsensor 136 detected motion in its coverage area.

The call center 100 stores the supplemental media in the media database112. For each sensor from which supplemental media arrives, the callcenter 100 may also receive or obtain supplemental incident informationand characteristic information associated with the sensor. Thus, thecall center 100, when storing the supplemental media in the mediadatabase, may also prepare a supplemental media record prepared inaccordance with the supplemental incident information. As a result, themedia 120 in the media database is indexed and searchable and enhancesthe call center 100 with a multimedia searchable support database forincident reporting and investigation. In other words, the call center100 is not limited to short voice recordings (e.g., for a 911 callcenter), but has expanded capability to handle any type of media thatmay help interpret, explain, or investigate individual incidents.

Although the incident example presented above was a mugging reported toan emergency call center 100, the call center 100 is not limited to anyparticular need or use. In other implementations, the call center mayrepresent a service center, a news agency, or another informationservice. In the context of a service center, for example, the thirdparty may place an incident report to obtain technical support for amalfunctioning refrigerator. The third party may then provide media withthe incident report to show pictures, video, or audio media that relateto the incident. For example, the media may show a picture of amalfunctioning automatic ice maker. In cases in which the appliance isnetwork ready and accessible, the appliance may itself providesupplemental media (e.g., temperature, motor speed, or power consumptionsensor readings) to the call center to assist with the troubleshootingprocess. As another example, a home owner may transmit media (e.g., adigital picture of a home cable box) to a cable television installationservice in order to assist an installation technician with determiningwhat cabling, hardware, or other installation requirements need to bemet at the home in order to deliver the cable television service.

As noted above, the call center 100 aggregates the media it receives inthe media database 112. The media is indexed, for example, using mediarecords 118, to provide a searchable research and investigation databasefor related media. A media record 118 may be implemented in manydifferent ways, and may, for example, incorporate information obtainedfrom the incident report 114 or classification information.

With regard to FIG. 2, that figure shows one example implementation foran incident report 114, classification information 115, and the mediarecord 118. As an introduction, the incident report 114, classificationinformation 115 and media record 118 are generally implemented asmulti-bit data fields that may include multi-bit subfields to representthe information explained below. The incident report 114 includesincident information that characterizes or describes the incident ofinterest or the geographical region 104. For example, as shown in FIG.2, the incident report 114 includes an incident type field 202, anincident location field 204, and an incident time field 206. Theincident report 114 also includes an incident description field 208, andincident parties field 210.

The classification information 115 includes a name field 212, a contactinformation field 214, a media information field 216, and a submittercharacteristics field 218. The classification information 115 therebycharacterizes the media sensor and optionally the third party providingmedia to the call center 100.

The media record 118 serves as an index into the media 120 stored in themedia database 112. As shown, the media record 118 includes the incidentreport 114 and the classification information 115. The media record 118may also include a media type field 220, a media description field 222,a media length field 224, and a media pointer field 226.

More specifically, with regard to the incident report 114, the incidenttype field 202 specifies the nature of the incident. The incident type202 may, as examples, encode that the incident is a mugging, robbery,murder, general interest event, mechanical service call for arefrigerator, automobile, or trash compactor, or any other incident forwhich a third party might contact the call center 100.

The incident location field 204 specifies a spatial position for theincident location 144. To that end, the incident location field 204 mayinclude, as examples, GPS coordinates, a street address or intersection,city, state, zip code, country, or a more general description of theincident location 144 (e.g., “near Union Station in Chicago”).

The incident time field 206 specifies the incident temporally. Thus, theincident time field 206 may include a date stamp, a time stamp, or thelike.

The incident description field 208 provides a field in which aninformative narrative of the incident may be stored. The narrativedescribe, as examples, the geographical location 144, weather conditionsat the time, the nature or extent of the incident (e.g., the number ofindividuals mugged), and names and addresses of witnesses. The narrativemay also include, as additional examples, the lighting conditions at theincident location 104, the nature, amount, or characteristic of propertystolen, damaged, or malfunctioning, or any other indicia the describethe incident or its surroundings.

The incident parties field 210 identifies the individuals affected oracting in relation to the incident. As examples, the incident partiesfield 210 may set forth a name, address, and telephone number of amugging victim or an appliance owner. The incident parties field 210 mayalso specify a description, identity, and contact information (whenknown or available) for a suspect in the incident. For example, theincident parties 210 may give a description of a mugger.

With regard next to the classification information 115, the name field212 specifies an identifier for the source of the media that the callcenter 100 received. For example, the named may provide the name of thethird party carrying the cell phone 126. Alternatively, for automatedsensors that deliver media to the call center 100, the name 212 mayspecify a convenient reference label for the sensor (e.g., “Canal StreetCamera 27”), a serial number, or other naming indicia.

The contact information field 214 provides access information for theperson or sensor providing media to the call center 100. For example,the contact information field 214 may specify a home address, phonenumber, email address, or fax number. Similarly, the contact informationfield 214 may specify a physical location or an Internet Protocol,Ethernet, or other network address.

The media information field 216 provides a descriptor of the type ofmedia provided to the call center 100. The media information field 216may, as examples, denote image frames, video, audio, motion sensorresponse data, or the like. The media information field 216 may also setforth technical specifications of the sensor the captured the media. Asexamples, the technical specifications may encompass informationincluding image resolution, frames-per-second, sample rate, color depth,encoding format, and the like.

The submitter characteristics field 218 provide a description of theindividual and the sensors that send media to the call center 100. Forthe individual, the description may encompass variables such as age,sex, height, race, nationality, or medical conditions (if known)relating, as examples, to audio or visual impairment. For the sensor,the description may include sensor age, installation date, last servicedate, and other related information.

With respect to the media record 118, the media record 118 mayincorporate all or part of the incident report 114 and all or part ofthe classification information 115. The media record 118 may alsoprovide additional data fields, including, as examples, the media typefield 220, media description field 222, media length field 224, and amedia pointer field 226.

The media type field 220 indicates what form the submitted media takes.As examples, the media type may specify a digital camera image, an imageslideshow, video footage, audio recording, vibration sensor reading, oranother type of sensor output.

The media description field 222 provides a field supporting aninformative account of the media. The media description field 222 may,for example, constitute a text based description of the content of themedia, its quality, its temporal or physical proximity to one or moregeographical areas, or other indicia or descriptors that helpcharacterize the information provided in the media.

The media length field 224 sets forth a temporal duration for the media.Thus, the media length field 224 may give a duration in hours, minutes,and seconds for the media, as an example. Alternatively, the medialength may specify a number of images, video frames, audio samples, orother related measures.

The media pointer field 226 provides a reference into the media database112. The reference locates the media associated with the media record inthe media database 112. As a result, the call center may employ themedia pointer field 226 to quickly find and retrieve the associatedmedia.

Additional or fewer fields may be present in the incident report 114,classification information 115, and media record 118. Thus, the incidentreport 114, classification information 115, and media record 118 may betailored to the particular implementation desired.

Either the incident report 114 or the classification information 115 orboth may be transmitted electronically to the call center 100.Alternatively, an operator at the call center 100 may manually completesome or all of the incident report 114 or the classification information115 based on information received, for example, from a live callerreporting an incident.

As noted above, the aggregation program 116 in the call center 100receives media and responsively builds the media database 112. Turningnext to FIG. 3, that figure summarizes a flow diagram of one iterationof the steps taken by the aggregation program 116.

The aggregation program 116 obtains an incident report (Step 302). Theincident report sets forth underlying information about the incident andprovides one source of information for compiling and indexing the media120 in the media database 112. In addition to the incident reportitself, the aggregation program 116 accepts the media submitted with theincident report (Step 304), for example, by a third party. Furthermore,the aggregation program obtains classification information for the thirdparty (Step 306).

The incident information for the incident report, the classificationinformation, or both may originate from the third party, may be obtainedusing an automated menu selection tree, or may be obtained from anindependent source connected to the external networks 102. For example,the call center 100 may prompt a caller to make touchtone menuselections through a tree of options, to provide a convenient mechanismfor obtaining the information noted above. Thus, as one example, themenu tree may include a first level of choices for incident type 202, asecond level of choices for incident time 206, a third level of choicesfor contact information 214, and a fourth level of choices for mediainformation 216. In addition, the third party operating the sensor(e.g., the cell phone, Personal Data Assistant (PDA), digital camera,and so forth) may originate all or some of the classification orincident information. For example, an interactive application on a cellphone or PDA may prompt the third party for classification or incidentinformation, and transmit that information along with the media itselfto the call center 100.

In preparation for adding the received media to the media database 112,the aggregation program 116 selects, depending on the particularimplementation, some or all of the incident information from theincident report 114 (Step 308). For example, the aggregation program 116may select the incident type 202, incident location 204, and incidentdescription 208 as information to be included in a media record. Theaggregation program 116 then prepares the media record (Step 310). Themedia record and the media itself are stored in the media database 112(Step 312).

Additionally, in a manner described in more detail below, theaggregation program 116 may accept supplemental media from other sensors(Step 314). In a manner similar to that noted above with regard to thirdparty media, the aggregation program 116 obtains supplementalclassification information for the supplemental sensors (Step 316). Theaggregation program 116 responsively builds a media record (Step 318)and stores the media record with the supplemental media in the mediadatabase 112 (Step 320).

Media Alerts

In another implementation, the call center 100 employs the media andincident information received to provide a localized alerting service tosubscriber entities. The subscriber entities may be individuals,businesses, an electronic display or notifier, or other services thatsubscribe to the alerting service, with or without paying a fee.Generally, the subscriber entities may be any individual, device, orservice for which the call center evaluates whether to send an incidentalert. Whether an incident alert is sent may depend on may factors,including information provided by the subscriber entity that specifieswhat incidents are of interest, the severity level of the incident(e.g., a mugging, rape, or murder may always warrant an incident alert),the location or proximity of the incident (e.g., close to home, school,or work), the relationship (e.g., a son, mother, or friend) of thesubscriber entity to parties involved in the incident (e.g., as noted inthe incident parties field 210), or any other criteria.

As shown in FIG. 4, the call center 400 may incorporate dispatchservices. For example, the memory 110 may optionally incorporate adispatch program 402, a subscriber entity database 404 that storesentity records 406, and a subscriber location database 408 that storeslocation records 410. Alternatively, the call center 100 may communicateover the external networks 102 to make inquiries to a subscriberlocation provider 412 that may itself maintain a subscriber locationdatabase 414 that stores location records 416. An incident coverage area418 is illustrated that encompasses a geographical region around theincident location 144.

In operation, the call center 400 receives an incident report that setsforth pertinent information about the incident. Based on the incidentinformation, the call center 400 may determine that an incident alertshould be issued to subscriber entities. The call center 400 may makethe determination based on the type of incident (e.g., a violent actthat may automatically qualify for alerting), and optionally based onthe types of incidents for which the subscriber entities have indicatedthat they should be alerted.

The call center 400 exercises control over which subscriber entities itwill alert. For example, as shown in FIG. 4, the call center 400 mayalert the subscriber entities in the incident coverage area 418.Although the incident coverage area 418 is shown as circular (i.e.,defined by a pre-selected radius), the coverage area 418 may be moregenerally specified both in terms of size and shape. As examples, theincident coverage area 418 may be polygonal, arcuate, or bounded by apre-selected number of streets, buildings, or other geographicalfeatures.

In order to determine which subscribers qualify for an incident alert,the call center 400 may search the subscriber entity database 404. Thesubscriber entity database 404 stores the entity records 406 that willbe described in more detail below. Thus, in one implementation, based onthe search results from the subscriber entity database 404, the callcenter 400 obtains a selection of subscriber entities for which topotentially send an incident alert.

Because, in one implementation, the alerting service is localized, thecall center 400 determines the incident coverage area 418 with respectto the incident location 142. The incident coverage area may bedifferent for each subscriber entity, or may be consistent among allsubscriber entities. Thus, the incident coverage area 418 serves as aboundary, within which subscriber entities may be alerted.

In order to determine whether any particular subscriber entity lieswithin the coverage area 418, the call center 400 may consult, forexample, the subscriber location database 408. Alternatively, the callcenter 400 may communicate with the external subscriber locationprovider 412. In either case, the call center 400 queries a subscriberlocation database for a location record matching a particular subscriberentity. Because the location records are consistently updated with thesubscriber location, the call center 400 may determine if the subscriberentity is within the coverage area 418.

Turning briefly to FIG. 5, that figure shows examples of an entityrecord 406 and a location record 410, 416. The entity record 406incorporates information about a subscriber entity and their alertingpreferences. In one implementation, the entity record 406 includes anentity ID field 502 and an alert parameters field 504.

The entity ID 502 provides an identifier for the subscribing entity. Theentity ID 502 may be a name, address, identification number, serialnumber, or any other indicia that specifies a particular subscriberentity.

The alert parameters field 504 specifies alert constraints, preferences,or other considerations that apply to the subscribing entity. Forexample, the alert parameters field 504 may indicate the incident typesto alert on, a desired coverage area 418, acceptable times for alertingthe subscribing entity, what type of media to send to the subscribingentity, and other characteristics that tailor the alerting service tothe subscribing entity.

The location record 410 includes information that physically places asubscriber entity. The location record 410 may include an entity IDfield 506 and a location field 508. The entity ID field 506 may beimplemented as noted above with regard to the entity ID 502.

The location field 508 includes position information that locates thesubscribing entity. The location field 508 may, as examples, include GPSlocation coordinates, longitude and latitude data, address information,approximate triangulation coordinates based on cell phone use, or anyadditional information known about or provided by the subscribing entity(e.g., current on the 35th floor of an apartment building).

With regard again the FIG. 4, when the subscriber entity is within thecoverage area 418, the call center 400 prepares and transmits anincident alert to the subscriber entity. To that end, the call center400 may transmit data over the external networks 102, including, asexamples, transmitting data via the radio data service (RDS) spectrum inthe FM radio band, transmitting data packets through a computer network,or by transmitting data through an existing telephone infrastructure.

As shown in FIG. 4, a cell phone owner carrying the cell phone 126 ispresent in the coverage area 418. The call center 400 may thereforetransmit an incident alert to the call phone 126 to alert the owner, forexample, of a mugging that occurred nearby at Canal Street and MonroeStreet. Note also that the security camera 134, the motion sensor 136,and the proximity detector 138 are also within the coverage area 418,and may also receive the incident alert if they too are subscriberentities. The subscriber entities need not be the same entities thatprovide media to the call center 100 or the call center 400.

Turning briefly to FIG. 6, that figure shows one example of an incidentalert 600. The incident alert conveys information to the subscriberunits within the coverage area 418 that is related to the incidentreported to the call center 400. As shown in FIG. 6, the incident alertincludes an entity ID field 602, an alert description field 604, and analert media field 606.

The entity ID field 602 may be implemented as noted above with regard tothe entity ID field 502. The entity ID field 602 thus serves, forexample, as a verification to the recipient of whether the recipient wasactually the intended receiver for the incident alert 600.

The alert description field 604 provides information characterizing theincident that gave rise to the incident alert 600. To that end, thealert description field 604 may include a text based description of theincident (e.g., “mugging alert”, “hit and run at Canal and Monroe”,“assault”), a graphical icon for the incident type, or any otherexplanatory description or indicia for the incident type.

The alert media field 606 delivers media to the subscriber entity fromthe media database 112. Thus, for example, the alert media field 606encodes a picture taken by a cell phone, a series of such pictures,video frames, audio recordings, motion sensor activation indicators, orany other type of media received by and stored in the media database112. As a result, a subscriber entity may obtain a wide variety ofmulti-media information related to the incident.

With regard to FIG. 7, that figure shows one particular example of themedia delivered in the alert media field 606. More specifically, FIG. 7shows an incident map 700. The incident map 700 depicts the area aroundthe incident, and locates the incident using the location icon 702.Optionally, the incident map 700 may also display the approximatesubscriber location 704. As a result, the subscriber unit gains a visualunderstanding of where the incident has occurred, and may takeappropriate action.

FIG. 8 provides a flow diagram 800 that summarizes the steps taken bythe dispatch program 402 when providing the incident alerting service.The dispatch program 402 analyzes incident information to determine anincident location 144 (Step 802). The dispatch program 402 then queriesthe subscriber entity database 404 to identify subscriber entities thatmay receive an incident alert (Step 804).

In addition, the dispatch program 402 determines an incident coveragearea 418 around the incident location 144 (Step 806). The incidentcoverage area 418 may be a pre-configured parameter stored in the memory110, an operator selectable parameter, or may be specified by eachsubscriber entity. For localized alerts, the coverage area 418 mayencompass 1 to 100 square miles, 1-50 square miles, 1-10 square miles,1-2 square miles, or another localized area.

The dispatch program 402 also determines where subscriber entities arelocated, and whether they are within the coverage area 418 (e.g., byquerying the subscriber location provider 412) (Step 808). When thereare subscriber entities within the coverage area 418 that are selectedto receive an incident alert for the incident reported in the incidentinformation, the dispatch program 402 proceeds to prepare an incidentalert 600 (Step 810) and subsequently initiates its transmission (Step812).

Contextual Media Capture, Aggregation

FIG. 9 illustrates a call center processing system 900, in communicationwith external networks and media sensors, that collects and preservessupplemental media from sensors external to the call center processingsystem 900. The call center 900 includes a media collection program 902and a media preservation program 904 executing from the memory 110.

In addition, the call center 900 includes a sensor database 906 thatstores sensor records 908, and a subscriber location database 910 thatstores location records 912. Alternatively, the call center 900 maycommunicate over the external networks 102 to make inquiries to a sensorlocation provider 914. The sensor location provider 914 may itselfmaintain a sensor location database 916 that stores location records918. Furthermore, the call center 900 may communicate, as explainedbelow, with one or more third party sensor control entities such as thesecurity company 142. FIG. 9 also illustrates a sensor coverage area 920that encompasses a geographical region around the incident location 144.

In operation, the call center 900 receives an incident report that setsforth pertinent information about an incident that has occurred. Basedon the incident information, the call center 900 may determine thatselected external sensors should be activated. The external sensors maythen either transmit their media to the call center 900, or have theirmedia preserved as explained below. In a manner similar to the callcenter 400 in FIG. 4, the call center 900 may make the determinationbased on the type of incident (e.g., a violent act), incident location,or other pre-selected criteria.

With regard to collecting additional media, the call center 900selectively activates external sensors or requests media from additionalsensors. For example, as shown in FIG. 9, the call center 900 mayactivate one or more of the sensors 130, 134, 136, and 138 that arepositioned in the sensor coverage area 920. Although the sensor coveragearea 920 is shown as rectangular, the coverage area 920 may be moregenerally specified both in terms of size and shape. As examples, thesensor coverage area 920 may be polygonal, arcuate, or bounded by apre-selected number of streets, buildings, or other geographicalfeatures.

In order to determine which sensors to activate and from which tocollect media, the call center 900 may search the sensor entity database906. The sensor database 906 stores the sensor records 908. The sensorrecords 908 may take the same or similar form as the entity records 406.In other words, the sensor records 902 may identify a sensor (e.g., bylocation, IP address, serial number, and the like), and providecollection parameters that specify the capabilities of the sensor, asexplained above with regard to FIG. 2. Accordingly, in oneimplementation, based on the search results in the sensor database 906,the call center 900 may obtain a selection of sensors (e.g., the cameras130 and 134) from which to collect supplemental media or to instruct topreserve their media.

Because the media collection is localized, in one implementation, thecall center 900 determines the sensor coverage area 920 with respect tothe incident location 142. The sensor coverage area 920 may be differentfor each sensor, or may be consistent among all sensors. The sensorcoverage area 920 may be a pre-configured parameter stored in the memory110, an operator selectable parameter, or may be specified by eachsensor. For localized collection, the sensor area 920 may encompass 1 to100 square miles, 1-50 square miles, 1-10 square miles, 1-2 squaremiles, or another localized area. Thus, the sensor coverage area 920serves as a boundary, within which additional media may be collectedfrom sensors.

In order to determine whether any particular sensor lies within thesensor coverage area 920, the call center 900 may consult, for example,the sensor location database 910. Alternatively, the call center 900 maycommunicate with the external sensor location provider 914. In eithercase, the call center 900 queries a subscriber location database for alocation record matching a particular sensor. Because the locationrecords are consistently updated with the sensor location (and manysensors will never move), the call center 900 may determine if thesensor is within the sensor coverage area 920.

The location records 912 and 918 may provide the same or similarinformation as the location records 410 and 416 shown in FIG. 4 andshown in more detail in FIG. 5. Thus, the location records 912 and 918serve to physically locate each sensor represented in the sensordatabase 906.

In some instances, the sensors may provide supplemental media directlyto the call center 900 through the external networks 102. However, inother instances the security company 142 may instead forward the mediaobtained from the sensors to the call center 900. Thus, the call center900 may selectively transmit a sensor activation instruction directly tothe sensors, to the security company 142, or both. The security company142 may locally process the activation instruction and take therequested action, or may in turn forward the activation instruction tothe sensors.

Turning briefly to FIG. 10, that figure shows one example of a sensoractivation instruction 1000. As illustrated, the sensor activationinstruction 1000 includes a sensor ID field 1002, and a captureparameters field 1004. In a manner similar to the entity ID field 602,the sensor ID field 1002 may serve, for example, as a verification tothe sensor that it was actually the intended receiver for the sensoractivation instruction 1000.

The capture parameters field 1004 provides information characterizingthe nature and extent of the media that the call center 900 isrequesting the sensor to provide. As examples, the capture parametersfield 1004 may specify that a video camera should turn on and begintransmitting video footage, that a microphone sensor should activate andtransmit sampled audio back to the call center 900, or that the sensorshould otherwise activate and perform a sensing operation. The captureparameters field 1004 may further specify a duration for the mediacapture or the delivery of media already obtained. The captureparameters field 1004 may also specify the resolution, sampling rate,image capture rate, camera angle, panning sweep angle, or other mediaacquisition parameters for the sensor of interest.

Supplemental media, transmitted by sensors, arrives at the call center900. In response, the call center 900 receives the supplemental media,obtains a characterization of the media, and stores the supplementalmedia in the media database 112 as described above, for example, withrespect to FIGS. 1-3. Thus, the call center 900 acts to automaticallyaggregate media that may relate to a reported incident, and stores themedia in a conveniently accessible and searchable form in the mediadatabase 112.

FIG. 11 provides a flow diagram 1100 that summarizes the steps taken bythe collection program 902 when collecting supplemental media. Thecollection program 902 analyzes incident information to determine anincident location 144 (Step 1102). The collection program 902 thenqueries the sensor database 906 to identify sensors that may be able toprovide additional media relating to the incident (Step 1104).

In addition, the collection program 902 determines a sensor coveragearea 920 around the incident location 144 (Step 1106). The collectionprogram 902 also determines where the sensors are located, and whetherthey are within the coverage area 920 (e.g., by querying the sensorlocation database 910) (Step 1108). When there are sensors within thecoverage area 920 that are selected to provide supplemental media, thecollection program 902 proceeds to prepare a sensor activationinstruction 1000 (Step 1110) and subsequently initiates its transmission(Step 1112).

The call center 900 also processes the supplemental media received fromthe sensors. Accordingly, the collection program 902 may receive thesupplemental media (step 1114) and store the supplemental media in themedia database 112 (Step 1116). In one implementation, the collectionprogram 902 may itself perform these operations, while in otherinstances, the media aggregation program 116 may perform the reception,indexing, and storage operations.

Media Preservation

Additionally or alternatively, the call center 900, using the mediapreservation program 904, may act to preserve media that might otherwisebe discarded, destroyed, overwritten, or otherwise lost. In this aspect,the call center 900 may optionally employ a localized preservationcoverage area that differs from the sensor coverage area 920. Forexample, the call center 900 may use a preservation coverage area thatencompasses more sensors so that additional supplemental media ispreserved for future analysis.

To that end, instead of or in addition to transmitting a sensoractivation instruction 1000, the call center 900 may transmit a mediapreservation instruction. Turning briefly to FIG. 12, that figure showsone example of a media preservation instruction 1200.

As illustrated, the preservation instruction 1200 includes apost-incident media retention specifier 1202 and a pre-incident mediaretention specifier 1204. The post-incident media retention specifier1202 includes a retention duration 1206 and a retention extent 1208.Similarly, the pre-incident media retention specifier 1204 includes aretention duration 1210 and a retention extent 1212. The post-incidentmedia retention specifier 1202 sets forth conditions on retention ofmedia acquired by a sensor after the incident occurrence, while thepre-incident media retention specifier 1204 sets forth conditions onretention of media acquired by a sensor before the incident occurrence.

Each of the retention durations 1206 and 1210 specifies, for example, aduration (e.g., an amount of time) that the sensor should retain themedia recorded by the sensor. Alternatively, the preservation program904 may transmit the preservation instruction 1200 to the securitycompany 142 or any other entity responsible for the sensors 126-140. Theretention durations 1206 and 1210 may be expressed in terms of a numberof months, weeks, days, hours, sample periods, frames, or any other unitor duration. The duration may be an absolute measure, or relative to aspecific time and date (e.g., the incident time and date) also providedin the preservation instruction 1200.

For example, if the retention duration 1206 is 3 days and 12 hours, thenthe preservation instruction informs the sensor to retain the media thatit obtained after the incident occurred for at least 3 days at 12 hours.Similarly, if the retention duration 1210 is 1 week, then thepreservation instruction informs the sensor to retain the media that itobtained before the incident occurred for at least 1 week.

In addition to the retention duration, the preservation instruction mayalso specify the extent (e.g., quantity or length) of media to retain.An extent may be specified in terms of time, samples, images, sensorreadings, or any other measure. For example, if the retention extent1208 is 20 minutes, then the preservation instruction has informed thesensor to retain fifteen minutes of media that it obtained after theincident occurred. Continuing the example above, the sensor will retainthose 20 minutes for at least 3 days at 12 hours. Similarly, if theretention extent 1210 is 320 samples, then the preservation instructionhas informed the sensor to retain 320 samples (e.g., audio samples,still images, or frames of video) of the media that it obtained beforethe incident occurred. Continuing the example above, the sensor willretain the 320 samples for at least 1 week.

Turning briefly to FIG. 13, that figure illustrates a timeline 1300graphically illustrating the application of the retention extents 1208and 1212 to media captured by a sensor. Specifically, FIG. 13 shows thetime extent 1302 of media captured by, for example, the security camera132. The incident occurrence time is labeled as time 0. As shown, thepost-incident retention extent (specified in a preservation instruction)is 20 minutes of video, while the pre-incident retention extent (alsospecified in the preservation instruction) is 320 frames.

FIG. 14 provides a flow diagram 1400 that summarizes the steps taken bythe preservation program 904 when preserving media that may be useful inanalyzing incidents. The preservation program 904 analyzes incidentinformation to determine an incident location 144 (Step 1402). Inaddition, the preservation program 904 determines a preservationcoverage area around the incident location 144 (Step 1404).

The preservation program 904 then queries the sensor database 906 toidentify sensors that may have worthwhile media recordings relating tothe incident (Step 1406). The preservation program 904 also determineswhere the sensors are located, and whether they are within thepreservation area (e.g., by querying the sensor location database 910)(Step 1408).

When there are sensors within the preservation coverage area, thepreservation program 904 proceeds to prepare a preservation instruction1200 (Step 1410). The preservation program 904 subsequently initiatestransmission of the preservation instruction (Step 1412).

Call Center User Interface

As noted above with reference to FIG. 1, the call centers may include auser interface 148 to aid in the operation of any of the functionsdescribed above. Turning to FIG. 15, that figure shows one example ofthe user interface 148. The user interface 148 includes a third partyinformation window 1502, an audio playback button 1504, and a mediadisplay window 1506. The user interface 148 also includes routingbuttons including an officer routing button 1508 and a citizen routingbutton 1510. A media description text box 1512 provides a time, date,location, and general media information display.

In addition, the user interface 148 includes a map display 1514, andlocator controls including a cell phone display button 1516 and asecurity camera display button 1518. The map display 1514 includessensor location indicia for two security cameras labeled C1 and C2, andfor two cell phones labeled P1 and P2. The zoom in, zoom reset, and zoomout buttons 1520, 1522, and 1524 control the zoom level of the mapdisplay 1514.

An incident category button 1526 and an incident description text box1528 are also present. The user interface 148 includes a policenotification button 1530 and a fire department notification button 1532,as well as an end-call button 1534. An alert radius selection button1536 and a send-alert button 1538 are provided, as are characteristicbuttons, including the fleeing suspect button 1540, fleeing car button1542, car accident button 1544, and a vandalism button 1546. A cleardescription button 1548 is additionally present.

The third party information window 1502 displays information about thepresent caller or media sensor providing media to the call center. Asexamples, the information window 1502 may display call identificationand location data. The audio playback button 1504 provides a convenientmechanism for playing any audio portion of the media that is arriving,while the media display window 1506 displays images, video, or othersensor readings obtained from an image sensor. For example, the mediadisplay window 1506 may display the images captured by a digital cameraenabled cell phone.

The officer routing button 1508 provides an interface that allows thecall center operator to immediately transmit information about thecurrent incident to a police officer. Similarly, the citizen routingbutton 1510 provides a mechanism that allows the call center operatorimmediately transmit an incident alert to subscriber entities. As notedabove, the media description text box 1512 provides a time, date,location, and media information display for the current incident and itsassociated media.

The map display 1514 provides a window in which a local map (withrespect to the incident location 144 or any other selected address orcoordinate) may be displayed, including location indicia specifying theincident location 144, and sensor location indicia such as the cameraicons C1 and C2 and the cell phone icons P1 and P2. The sensor indiciamay be displayed or removed from the map display 1514 by using the cellphone display button 1516 and the security camera display button 1518.As explained above, the Zoom in button 1520, Zoom reset button 1522, andthe Zoom out button 1524 controls the zoom level of the map display1514.

An incident category button 1526 provides a drop down list that may beemployed to select pre-defined incident types (e.g., robbery, mugging,and the like) for the incident. The incident description text box 1528provides an additional mechanism for specifying incident information andallows free form entry, for example, of a text description of theincident. When the incident warrants, the operator may dispatch theincident information and related media directly to a police stationusing the police notification button 1530, or directly to the firedepartment using the fire department notification button 1532. Theend-call button 1534 provides an interface button that allows theoperator to end the current incident call.

An alert radius selection button 1536 allows the operator to select anincident coverage area (in this determined by a radius selection), whilethe send-alert button 1538 initiates alerting subscriber entities asexplained above with respect to FIG. 4-8. The user interface 148 allowsthe operator to specify additional incident information using thecharacteristic buttons, including the fleeing suspect button 1540,fleeing car button 1542, car accident button 1544, vandalism button1546. The clear description button 1548 resets the characteristicinformation in the text box 1528 and the settings chosen by thecharacteristic buttons 1540-1546.

The user interface 148 shown in FIG. 15 provides one example of widevariety of designs that may be employed to ease interaction between theoperator and the call center. Generally, the user interface 148 may befreely modified for any given implementation. For example, additional orfewer text boxes, drop down lists, selection buttons may be incorporatedinto the user interface 148 in order to configure the user interface 148for any particular application.

Investigation Tool

The media collection, aggregation, and preservation functions of thecall center provide significant enhancements to receiving, processing,and communicating incident reports. A further extension of the callcenter provides searching and authoring capabilities in the form of aninvestigation tool.

Turning to FIG. 16, that figure shows one example implementation of aninvestigation tool 1600. The investigation tool 1600, as shown,leverages the hardware and databases already present in the call center.Thus, the investigation tool, in one implementation, includes theprocessor 106, the network interface 108, and the memory 110. The memory110 includes the media investigation program 1602, and optionally theother programs noted above, for example, the media aggregation program116. The investigation program 1602 interacts with the operator and aninvestigation report database 1604 to prepare investigation reports1606.

Additionally, the media database 112 is present, and includes the mediarecords 118 and media 120. The investigation tool 1600 may also drawupon the resources provided by the subscriber entity database 404 aswell as the subscriber location database 408. Similarly, theinvestigation tool 1600 may employ the sensor database 906 and thesensor location database 910 in operation. Generally, any of thedatabases 112, 906, 910, 404, 408 may be maintained offsite by a thirdparty provider, or may be maintained locally, integrated into theinvestigation tool 1600.

In operation, the investigation tool 1600 retrieves and presents mediahistories and builds investigation reports. To that end, theinvestigation tool 1600 may retrieve and present chronological historiesof delimited geographic areas by a selected region, filter by eventtypes, entities of interest, and time range, as well as present therelevant information chronologically. Generally, the media investigationprogram 1602 coordinates the activities of the investigation tool 1600,and in response to operator input, prepares, presents, and stores theinvestigation reports 1606.

A display 146 provides a visual interface for the investigation tool1600 operator. In that capacity, the display 146 presents theinvestigation tool user interface 1608. The user interface 1608 isdescribed in more detail below with regard to FIG. 17, and isaccompanied by a discussion of how the investigation tool 1600 respondsto the user interface 1608.

As shown in FIG. 17, the user interface 1608 includes a search window1704, a report match window 1706, and a report authoring window 1708. Inaddition, the user interface 1608 includes a media selection window 1710and a map display window 1712. Additionally, locator icons are alsopresent, and include a call phone display button 1714, a security cameradisplay button 1716, a news media display button 1718, and a policedisplay button 1720. Zoom in, zoom reset, and zoom out buttons 1722,1724, and 1726 control the zoom level of the map display 1712.

The search window 1704 accepts incident search parameters as a precursorto initiating an incident search in the media database 112. In thisexample, the search parameters include a location parameter, a coveragearea parameter (shown in FIG. 17 as a radius drop down list), and atemporal parameter (shown in FIG. 17 as the date range). The searchparameters further include an incident type parameter (shown in FIG. 17as a selectable checklist of incident types). The Search buttoninitiates the incident search in the media database 112.

When the operator activates the Search button, the investigation program1602 initiates a search for matching media in the media database 112.The search results are presented in the media selection window 1710. Themedia selection window 1710 provides a selection interface that theoperator interacts with to select and view media, as well as add mediato an investigation report. To that end, the media selection window 1710displays a media record indicia for each matching piece of media in themedia database 112. On example is labeled as the media record indicia1728. The media record indicia provides a convenient visualrepresentation for the media, and may be, as examples, a thumbnail imageof a digital picture or a video frame, a waveform representing an audiorecording, or any other type of visual cue.

As shown in FIG. 17, the media match M1 represents a digital cameraimage of an auto theft incident in Chicago Ill. Similarly, media matchM2 is a security camera video of a robbery in Chicago Ill., while mediamatch M3 represents an audio recording from a microphone nearby a theftincident in Glenview Ill. The media match M4 represents a cell phonecamera image of a hit and run incident in Peoria Ill.

Note also that the investigation program 1602 populates the report matchwindow 1706. In other words, the report match window 1706 includesindividual selectable report entries 1732 that represent investigationreports 1606 that match the search parameters entered in the searchwindow 1704. The operator may optionally select one of the reportentries 1732 to edit, or to employ as the basis for a new investigationreport 1606.

In that regard, the user interface 1608 also includes the reportauthoring window 1708 as an investigation report interface. Theauthoring window 1708 accepts report components 1734 including textentries, voice annotations, media attachments and other information thatmay be used to create an explanation, interpretation, statement,account, or description of an incident. For example, as shown in FIG.17, the operator has selected the media M1, M3, and M7 and inserted thatmedia as report components in the authoring window 1708. FIG. 17 alsoshows an automatic update report component 1736, including an automaticupdate filter that specifies match criteria. The match criteria may bethe same or different than the incident search parameters. When anautomatic update report component is present, the investigation program1602 applies the filter against newly submitted media classification andcharacteristic information. Matching submitted media is thenautomatically associated with the investigation report. The filters maybe maintained in a separate index for convenient access.

The user interface 1608 may also include Save/Load interface componentsthat allow the operator to store and retrieve selected investigationreports 1606.

The map display window 1712 provides a window in which a local area map1730 may be displayed, including indicia indicating the incidentlocation 144 for any selected media record indicia. In addition, inresponse to operator selection of a locator icon 1714-1720, theinvestigation program 1602 displays location indicia on the area map toillustrate where particular sensors, individuals, or other entities werelocated during the incident.

As one specific example, the investigation program 1602 displays thecamera cell phone indicia P1 and P2 on the area map 1730 when thelocator icon 1714 is selected. The indicia P1 and P2 thus represent thelocation of individuals with camera enabled cell phones during anincident represented by a selected media record in the media selectionwindow 1710. Similarly, the investigation program 1602 displays thevideo camera indicia C1 and C2 on the area map 1730 when the locatoricon 1716 is selected.

The magnification of the area map 1712 may be adjusted, or the area map1712 may be scrolled or re-centered using additional buttons on the userinterface 1606. For example, the Zoom in button 1722, Zoom reset button1724, and the Zoom out button 1726 will control the zoom level of themap display 1712.

The user interface 1606 shown in FIG. 17 provides one example of widevariety of designs that may be employed to ease interaction between theoperator and the investigation tool 1600. Generally, the user interface1606 may be freely modified for any given implementation. For example,additional or fewer text boxes, drop down lists, or selection buttonsmay be incorporated into the user interface 1606 in order to configurethe user interface 1606 for any particular application.

Turning next to FIG. 18, that figure shows a flow diagram 1800 of thesteps taken the media investigation program 1602 executed by the callcenter instigation tool shown in FIG. 17. The investigation program 1602accepts incident search parameters including, as examples, incidentlocation, type, subject, and time or date (Step 1802). An incidentsearch is initiated based on the search parameters (Step 1804).Responsive to the search, the investigation program 1602 displays aselection interface (e.g., the media selection window 1710) thatincludes media record indicia 1728 associated with matching mediarecords returned from the incident search (Step 1806).

In addition, the investigation program 1602 displays an investigationreport interface (e.g., the report authoring window 1708) (Step 1808) inpreparation for building an investigation report 1606. The investigationprogram 1602 also displays, based on a media record indicia selection,an area map (Step 1810) that shows the geographical region near aselected incident, and the incident location indicia 144 (Step 1812).

Furthermore, the investigation program 1602 also displays the locatoricons 1714-1720 on the user interface 1606 (Step 1814). Thus, theinvestigation program 1602 may respond to the locator icons 1714-1720,for example, to display sensor indicia (P1, P2, C1, C2) on the area map(Step 1816). The sensor indicia may thus help the operator locate wheresensors were located that submitted supplemental media to the callcenter.

Through the report interface, the investigation program 1602 acceptsreport components for building an investigation report 1606 (Step 1818).The report components may include text, video, audio, sensor readings,or any other type of media present in the media database 112. Thus, theinvestigation report 1606 may provide a multi-media presentation thatdescribes, records, explains, or otherwise annotates an incident.

At any point, the operator may choose to save the incident report. Inresponse, the investigation program 1602 stores the investigation reportin the investigation report database 1604. The investigation report maybe subsequently retrieved, viewed, and edited.

In certain instances, the call centers and investigation tool maycommunicate, through the network infrastructure interface 108, withad-hoc sensor networks. An ad-hoc sensor network includes a looseconnection of sensors that may pass data between nodes in the sensornetwork, yet that may or may not bear any relation to one another,operate under common control, or under common conditions. Returning toFIG. 16, that figure shows one example of an ad-hoc sensor network 1650.

The ad-hoc sensor network 1650 includes intermediate nodes 1652, 1654,1656, 1658, 1660, and two principal nodes 1662 and 1664. The principalnode 1654 may represent a gateway between the remaining intermediatenodes 1652, and another entity, for example, the investigation tool.There may be any number of intermediate nodes 1652 and principal nodes1654, and they may be implemented in a variety of manners, including asreceive and relay nodes, network traffic processing systems, gateways,routers, and the like.

While the investigation tool 1600 and the call centers 100, 400, 900 areparticularly useful in emergency service and law enforcementenvironments, their capabilities renders them suitable for manydifferent fields, business areas, and processes. More generally, theinvestigation tool 1600 and the call centers 100, 400, 900 may beemployed to associate media with any pre-selected internal or externalbusiness process. As examples, investigation tool 1600 and the callcenters 100, 400, 900 may be applied in the context of insurance claimadjustment, technical support, merchandise return, fraud detection, orany other business process that may be enhanced through multi-mediasupport, gathering, or dissemination.

For example, in the context of insurance claim adjustment, the media mayrelate to digital images (e.g., a cell phone camera picture of anintersection at which an accident occurred) and audio recordingsobtained from accident sites. In a technical service environment, themedia may relate to digital images and sensor readings obtained fromelectromechanical equipment (e.g., a digital camera picture of the cableconnections on the back of a personal computer).

Thus, the investigation tool or call center operator (whether a human,or an automated media evaluation program), may view incoming incidentreports or search the media database for existing incident reports, andtake appropriate action. As one example, the operator may forward theincident report or media to a selected business function, additionallyor alternatively triggering a workflow process.

For instance, in the context of insurance claim adjustment, the operatormay recognize the incident report as a car accident. In response, theoperator may optionally gather supplemental sensor media, and forwardthe incident report and related media to a claims agent. The incidentreport and media may be first placed in an investigation report preparedby the operator as explained above. The claims agent may then review andmodify the incident report, and initiate steps to handle any potentialclaim. For example, the claims agent may contact the customer involvedin the accident, make arrangements for a rental car, begin to completedocumentation for the claims, and initiate or execute any other businessfunction.

As another example, in the context of a technical service center, theoperator may view an incident report and its associated media as aninitial step in determining the subject matter of the incident. Onedetermined, the operator may then forward the incident report, media, orinvestigation report to a technical service agent that is skilled withregard to the subject matter. To that end, the user interfaces mayinclude interface components similar to the routing buttons 1508, 1510that initiate transmission of the data to any particular individual.

In this regard, the operator or the technical service agent may alsostudy the related media to determine whether a service call iswarranted. Additionally, the operator or the technical service agent mayalso determine what tools should be obtained for the service call, andinitiate obtaining such tools. Note also that if a service call is notwarranted (e.g., the third party may safely perform the service), thenthe operator or the technical service agent may prepare an incidentalert that responds to the third party with self-service instructions,directions, supporting media (e.g., a repair diagram or video), andother helpful or instructive data.

FIG. 19 summarizes the steps explained above. In particular, theoperator ascertains the incident subject matter (Step 1902). To thatend, as examples, the operator may analyze an incident report or itsrelated media, or search the existing media database 112 with theinvestigation tool 1600. Subsequently, the operator routes the incidentdata to a selected processing entity or processing system (Step 1904).For example, the operator may send the incident report, related media,or an investigation report to an insurance agent, technical serviceagent, law, enforcement agency, sales agent, product design department,research and development department, phone or cable companyrepresentative, process or fabrication assembly line, or any otherprocessing entity or processing system.

The incident information arrives at the processing entity or processingsystem, where it is analyzed (Step 1906). The analysis may trigger anynumber of related business processes, as examples, obtaining parts andequipment for service, scheduling a visit by an insurance agent, orresponsively communicating with the third party that submitted theincident report. For instance, the business entity may then prepare aresponsive incident alert for the third party and initiate thetransmission of the incident alert (Step 1908).

The call centers and investigation tools described above therebyreconnect technology knowledgeable individuals with the services thatthey turn to for help or for information. The services thereby becomemore amenable to interaction with the individual. In addition, the callcenters and investigation tools achieve significantly expandedcapability, through multi-media integration, for rendering aid,disseminating information, and protecting citizens through lawenforcement related activities.

It is therefore intended that the foregoing detailed description beregarded as illustrative rather than limiting, and that it be understoodthat it is the following claims, including all equivalents, that areintended to define the spirit and scope of this invention.

1. A call center processing system comprising: a network infrastructureinterface for receiving an incident report from an external network; amedia database; a memory coupled to the media database and the networkinfrastructure interface, the memory comprising: a media aggregationprogram comprising instructions for: accepting third party mediaassociated with the incident report and obtaining third partyclassification information; selecting incident information from theincident report; building a media record based on the incidentinformation and the third party classification information; and storingthe media record and the third party media in the media database; and adispatch program comprising instructions for: analyzing the incidentinformation to determine an incident location; determining an incidentcoverage area around the incident location; preparing an incident alertfor transmission; and initiating transmission of the incident alert to asubscriber entity within the incident coverage area of the incidentlocation; a media collection program comprising instructions for:initiating transmission of a sensor activation instruction to a sensorwithin a sensor coverage area around the incident location; receivingsupplemental sensor media from the sensor; and aggregating thesupplemental sensor media in the media database with at least a portionof the incident information; and an investigation program comprisinginstructions for: applying an automatic update filter comprising matchcriteria against media classification and characteristic information todetermine matching supplemental sensor media; and associating thematching supplemental sensor media with an investigation report; and aprocessor coupled to the memory for executing the media aggregationprogram, the dispatch program, the media collection program and theinvestigation program.
 2. The call center processing system of claim 1,where the instructions for accepting comprise: instructions foraccepting the third party media from a third party submitter of theincident report.
 3. The call center processing system of claim 1, wherethe media aggregation program further comprises instructions forobtaining supplemental incident information associated with the sensorwithin the sensor coverage area around the incident location, and wherethe instructions for storing further comprise storing the supplementalsensor media in the media database in association with the supplementalincident information.
 4. The call center processing system of claim 1,where the network infrastructure interface comprises a telephone networkinfrastructure interface.
 5. The call center processing system of claim4, where the third party media comprises a cell phone camera image. 6.The call center processing system of claim 1, where the supplementalsensor media comprises security camera video.
 7. The call centerprocessing system of claim 1, where the supplemental sensor mediacomprises security microphone audio.
 8. The call center processingsystem of claim 1, where the third party classification informationcomprises a third party submitter name.
 9. The call center processingsystem of claim 8, where the third party classification informationfurther comprises a third party telephone number.
 10. The call centerprocessing system of claim 1 where the media database is an emergencytelephone number media database.
 11. The call center processing systemof claim 1, where the media database is a service center media database.12. The call center processing system of claim 1, where the mediadatabase is a news center media database.
 13. The call center processingsystem of claim 1, where the media database is a law enforcement mediadatabase.
 14. A call center processing system comprising: a networkinfrastructure interface for receiving an incident report from anexternal network; a media database; a memory coupled to the mediadatabase and the network infrastructure interface, the memorycomprising: a media aggregation program comprising instructions for:accepting third party media associated with the incident report andthird party classification information from the external network;deriving incident information from the incident report; building a mediarecord from the incident information and the third party classificationinformation; and storing the media record and the third party media inthe media database; and a dispatch program comprising instructions for:analyzing the incident information to determine an incident location;preparing an incident alert for transmission; and initiatingtransmission of the incident alert to a subscriber entity; and a mediacollection program comprising instructions for: initiating transmissionof a sensor activation instruction to a sensor within a sensor coveragearea around the incident location; receiving supplemental sensor mediafrom the sensor; and aggregating the supplemental sensor media in themedia database with at least a portion of the incident information; andan investigation program comprising instructions for: applying anautomatic update filter comprising match criteria against mediaclassification and characteristic information to determine matchingsupplemental sensor media; and associating the matching supplementalsensor media with an investigation report; and a processor coupled tothe memory for executing the media aggregation program, the dispatchprogram, the media collection program and the investigation program. 15.The call center processing system of claim 14, where the dispatchprogram further comprises instructions for selecting the subscriberentity based on pre-determined incidents of interest to the subscriberentities.
 16. The call center processing system of claim 14, where thedispatch program further comprises instructions for selecting thesubscriber entity based on incident proximity.
 17. The call centerprocessing system of claim 16, where the incident proximity is withrespect to the subscriber entity.
 18. The call center processing systemof claim 16, where the incident proximity is with respect to a locationother than that of the subscriber entity.
 19. The call center processingsystem of claim 14, where the dispatch program further comprisesinstructions for selecting the subscriber entity based on an incidentparty.
 20. The call center processing system of claim 19, where theincident party has a familial relationship to the subscriber entity. 21.The call center processing system of claim 14, where the incident alertcomprises at least a portion of the incident information.
 22. The callcenter processing system of claim 14, where the incident alert comprisesat least a portion of the incident information and the third partymedia.
 23. The call center processing system of claim 14, where theincident alert comprises at least a portion of the incident information,the third party media, and an incident location map.
 24. The call centerprocessing system of claim 14, where the dispatch program furthercomprises instructions for initiating retrieval of media of interest tothe subscriber entity from the media database, and where the incidentalert includes the media of interest.
 25. The call center processingsystem of claim 14, where the subscriber entity is a mobilecommunication device holder.
 26. The call center processing system ofclaim 25, where the incident alert comprises at least a portion of theincident information.
 27. The call center processing system of claim 20,where the incident alert further comprises supplemental incidentinformation associated with an additional incident proximate to theincident location.
 28. The call center processing system of claim 26,where the incident alert comprises at least a portion of the incidentinformation and the third party media.
 29. The call center processingsystem of claim 26, where the incident alert comprises at least aportion of the incident information, the third party media, and anincident location map.
 30. The call center processing system of claim14, further comprising a subscriber entity database, and where thedispatch program further comprises instructions for: querying thesubscriber entity database to select the subscriber entity.
 31. The callcenter processing system of claim 14, where the dispatch program furthercomprises instructions for: querying a subscriber location provider todetermine an entity location for the subscriber entity.
 32. The callcenter processing system of claim 31, where the subscriber locationprovider is a subscriber location database.
 33. A call center processingsystem comprising: a network infrastructure interface for receiving anincident report from an external network; a media database; a memorycoupled to the media database and the network infrastructure interface,the memory comprising: a media aggregation program comprisinginstructions for: accepting third party media associated with theincident report and third party classification information from theexternal network; deriving incident information from the incidentreport; building a media record from the incident information and thethird party classification information; and storing the media record andthe third party media in the media database; and a media collectionprogram comprising instructions for: analyzing the incident informationto determine an incident location; initiating transmission of a sensoractivation instruction to sensors near the incident location; receivingsupplemental sensor media from the sensors; and aggregating thesupplemental sensor media in the media database in association with atleast a portion of the incident information; and an investigationprogram comprising instructions for: applying an automatic update filtercomprising match criteria to determine matching supplemental sensormedia; and associating the matching supplemental sensor media with aninvestigation report; and a processor coupled to the memory forexecuting the media aggregation program, the media collection programand the investigation program.
 34. The call center processing system ofclaim 33, where the sensors are cameras near the incident location, andwhere the sensor activation instruction is a video capture activationinstruction.
 35. The call center processing system of claim 33, wherethe sensors are microphones near the incident location, and where thesensor activation instruction is an audio capture activationinstruction.
 36. The call center processing system of claim 33, wherethe sensors are motion detectors near the incident location, and wherethe sensor activation instruction is a motion capture activationinstruction.
 37. The call center processing system of claim 33, wherethe dispatch program further comprises instructions for: determining anincident coverage area around the incident location; and where theinstructions for transmitting comprise: instructions for transmittingthe sensor activation instruction to sensors within the incidentcoverage area of the incident location.
 38. The call center processingsystem of claim 37, where the sensors are security cameras.
 39. The callcenter processing system of claim 37, where the sensors are microphones.40. The call center processing system of claim 33, further comprising asensor database, and where the media collection program furthercomprises instructions for: querying the sensor database to select thesensors.
 41. The investigation tool of claim 33, where the instructionsfor initiating transmission comprise instructions for initiatingtransmission to the sensors through an ad-hoc sensor network.
 42. Theinvestigation tool of claim 41, where the ad-hoc sensor networkcomprises intermediate nodes and a principal node in communication withthe network infrastructure interface.
 43. The investigation tool ofclaim 33, where the instructions for receiving supplemental mediacomprise instructions for receiving from an ad-hoc sensor network. 44.The investigation tool of claim 43, where the ad-hoc sensor networkcomprises intermediate nodes and a principal node in communication withthe network infrastructure interface.
 45. The call center processingsystem of claim 33, where the media collection program further comprisesinstructions for: querying a sensor location provider to determine asensor location for each of the sensors.
 46. The call center processingsystem of claim 45, where the sensor location provider is a sensorlocation database.
 47. A call center investigation tool comprising: amedia database comprising: media incident records aggregated over time,each media record indexed according to incident information associatedwith an incident report; and supplemental media records aggregated overtime, each supplemental media record indexed according to at least oneof geographic area, incident type, time, and date; a memory coupled tothe media database, the memory comprising an investigation programcomprising instructions for: accepting incident search parameters;initiating execution of an incident search in the media database basedon the search parameters; displaying a selection interface comprisingmedia record indicia associated with matching media records returnedfrom the incident search; displaying an investigation report interface;and accepting report components for building an investigation report inthe report interface, the report components comprising at least aportion of the incident information and selected media records; and aprocessor coupled to the memory for executing the investigation program.48. The call center investigation tool of claim 47, where the mediarecord indicia comprise thumbnail images representing the media records.49. The call center investigation tool of claim 47, where the incidentsearch parameters comprise a location parameter.
 50. The call centerinvestigation tool of claim 47, where the incident search parameterscomprise a location parameter and an incident coverage area parameter.51. The call center investigation tool of claim 47, where the incidentsearch parameters comprise an incident type parameter.
 52. The callcenter investigation tool of claim 47, where the incident searchparameters comprise an incident type parameter and a location parameter.53. The call center investigation tool of claim 47, where the incidentsearch parameters comprise an incident type parameter and a subjectparameter.
 54. The call center investigation tool of claim 47, where theincident search parameters comprise an incident type parameter, atemporal parameter, and a location parameter.
 55. The call centerinvestigation tool of claim 47, where the incident search parameterscomprise an incident type parameter, a temporal parameter, a locationparameter, and an incident coverage area parameter.
 56. The call centerinvestigation tool of claim 47, further comprising a report database forstoring the investigation report.
 57. The call center investigation toolof claim 47, where the investigation program further comprisesinstructions for: displaying an area map; and displaying an incidentindicia on the area map responsive to a media record indicia selection.58. The call center investigation tool of claim 47, where theinvestigation program further comprises instructions for: displaying anarea map; displaying a sensor location icon; and in response toselection of the sensor location icon, displaying sensor indicia on thearea map in locations from which external sensors have providedsupplemental media stored in the media database.
 59. The call center ofclaim 58, where the sensor indicia further represent external sensorsassociated with at least one of the matching media records.
 60. Theinvestigation tool of claim 47, where the investigation program furthercomprises instructions for chronologically presenting selected mediaincident records.
 61. The investigation tool of claim 47, where theselected media incident records match the incident search parameters.62. The investigation tool of claim 47, where at least one of the reportcomponents is an automatic update report component.
 63. Theinvestigation tool of claim 62, further comprising an automatic updatefilter associated with the automatic update report component.
 64. Theinvestigation tool of claim 63, where the automatic update filtercomprises match criteria for determining matching submitted media. 65.The investigation tool of claim 64, where the investigation programfurther comprises instructions for associating the matching submittedmedia with the investigation report.
 66. The investigation tool of claim47, where the investigation program further comprises instructions forrouting the investigation report to a selected reviewer.
 67. Theinvestigation tool of claim 66, where the selected reviewer is at leastone of a law enforcement agency, claim processing center, or technicalservice center.
 68. A method for processing incident information in acall center, the method comprising the steps of: obtaining incidentinformation and media associated with an incident of interest from athird party; building a media record based on the incident information;storing the media record and the media in a media database; ascertainingthe subject matter of the incident of interest based on the incidentinformation and media; determining a processing entity for processingthe incident of interest; routing incident data derived from theincident information and media to the processing entity; analyzing theincident information to determine an incident location; determining anincident coverage area around the incident location; preparing anincident alert for transmission; initiating transmission of the incidentalert to a subscriber entity within the incident coverage area of theincident location initiating transmission of a sensor activationinstruction to a sensor within a sensor coverage area around theincident location; receiving supplemental sensor media from the sensor;aggregating the supplemental sensor media in the media database with atleast a portion of the incident information; applying an automaticupdate filter comprising match criteria against media classification andcharacteristic information to determine matching supplemental sensormedia; and associating the matching supplemental sensor media with aninvestigation report.
 69. The method of claim 68, further comprising thestep of: initiating a business process in response to the incident ofinterest by the business entity.
 70. The method of claim 69, furthercomprising the steps of: preparing an incident report comprisingexplanatory information associated with the business process; andinitiating transmission of the responsive incident report to the thirdparty.
 71. The method of claim 68, where the step of routing comprisesthe step of routing to a technical support center.
 72. The method ofclaim 68, where the step of routing comprises the step of routing to aninsurance agent.
 73. The method of claim 68, where the step of routingcomprises the step of routing to a law enforcement agency.
 74. Themethod of claim 68, where the step of routing comprises the step ofrouting to a sales agent.
 75. The method of claim 68, where the step ofrouting comprises the step of routing to a product design department.76. A call center processing system comprising: a network infrastructureinterface for receiving an incident report from an external network; amedia database; a memory coupled to the media database and the networkinfrastructure interface, the memory comprising: a media aggregationprogram comprising instructions for: accepting third party mediaassociated with the incident report; selecting incident information fromthe incident report; building a media record based on the incidentinformation; and storing the media record and the third party media inthe media database; a media collection program comprising instructionsfor: analyzing the incident information to determine an incidentlocation; determining a sensor coverage area around the incidentlocation; initiating transmission of a sensor activation instruction toa sensor within the sensor coverage area; receiving supplemental sensormedia from the sensor; and aggregating the supplemental sensor media inthe media database in association with at least a portion of theincident information; and an investigation program comprisinginstructions for: associating at least a portion of the supplementalsensor media with an investigation report; and a processor coupled tothe memory for executing the media aggregation program, the mediacollection program and the investigation program.
 77. The call centerprocessing system of claim 76, the memory further comprising a mediaindexing program executable with the processor, the media indexingprogram comprising instructions for: accepting incident characteristicinformation for the third party media from the network infrastructureinterface; and adding the incident characteristic information to themedia record.
 78. The call center processing system of claim 77, whereincident report is associated with an incident, and where the incidentcharacteristic information comprises at least one of time, date, subjectmatter, and location information of the incident.
 79. The call centerprocessing system of claim 77, where the instructions for acceptingincident characteristic information comprise instructions for:presenting an incident characteristic information menu; and acceptingnetwork infrastructure interface inputs corresponding to the incidentcharacteristic information menu that specify the incident characteristicinformation.
 80. The call center processing system of claim 79, wherethe network infrastructure interface inputs comprise touchtone inputs.81. The call center processing system of claim 79, where the networkinfrastructure interface inputs comprise voice inputs.
 82. The callcenter processing system of claim 77, where the instructions foraccepting incident characteristic information comprise instructions for:presenting an incident characteristic information menu tree; andaccepting network infrastructure interface inputs corresponding to theincident characteristic information menu tree that specify the incidentcharacteristic information.
 83. The call center processing system ofclaim 82, where the network infrastructure interface inputs comprisetouchtone inputs.
 84. The call center processing system of claim 77,where the incident characteristic information comprises incidentcharacteristic information that originates with a third party operatinga sensor.
 85. A call center processing system comprising: a networkinfrastructure interface for receiving an incident report from anexternal network; a media database; a memory coupled to the mediadatabase and the network infrastructure interface, the memorycomprising: a media aggregation program comprising instructions for:accepting third party media associated with the incident report andthird party classification information from the external network;deriving incident information from the incident report; building a mediarecord from the incident information and the third party classificationinformation; and storing the media record and the third party media inthe media database; a media collection program comprising instructionsfor: analyzing the incident information to determine an incidentlocation; determining a sensor coverage area around the incidentlocation; and initiating transmission of a media preservationinstruction to a sensor within the sensor coverage area for retention ofsupplemental sensor media; and an investigation program comprisinginstructions for: applying match criteria against the third party mediato determine matching supplement sensor media for display on a userinterface; and a processor coupled to the memory for executing the mediaaggregation program and the media collection program.
 86. The callcenter processing system of claim 85, where the media collection programcomprises instructions for analyzing the incident information todetermine an incidence occurrence time, and where initiating thetransmission of the media preservation instruction is based on theincidence occurrence time.
 87. The call center processing system ofclaim 85, where the media preservation instruction comprises apost-incident media retention specifier.
 88. The call center processingsystem of claim 87, where the post-incident media retention specifiercomprises a retention duration for media captured by the sensor afterthe incident occurrence time.
 89. The call center processing system ofclaim 88, where the sensor is a video camera and where the retentionduration specifies a retention duration for video footage captured bythe video camera.
 90. The call center processing system of claim 88,where the sensor is a microphone and where the retention durationspecifies a retention duration for audio information captured by themicrophone.
 91. The call center processing system of claim 87, where thepost-incident media retention specifier comprises a retention extent formedia captured by the sensor after the incident occurrence time.
 92. Thecall center processing system of claim 91, where the sensor is a videocamera and where the retention extent specifies a time span of videofootage captured by the video camera.
 93. The call center processingsystem of claim 91, where the sensor is a microphone and where theretention extent specifies a time span for audio information captured bythe microphone.
 94. The call center processing system of claim 86, wherethe media preservation instruction comprises a pre-incident mediaretention specifier.
 95. The call center processing system of claim 94,where the pre-incident media retention specifier comprises a retentionduration for media captured by the sensor prior to the incidentoccurrence time.
 96. The call center processing system of claim 94,where the sensor is a video camera and where the retention durationspecifies a retention duration for video footage captured by the videocamera.
 97. The call center processing system of claim 94, where thesensor is a microphone and where the retention duration specifies aretention duration for audio information captured by the microphone. 98.The call center processing system of claim 94, where the pre-incidentmedia retention specifier comprises a retention extent for mediacaptured by the sensor prior to incident occurrence time.
 99. The callcenter processing system of claim 88, where the sensor is a microphoneand where the retention extent specifies a time span of audioinformation captured by the microphone.
 100. The call center processingsystem of claim 86, where the media collection program further comprisesinstructions for: determining an incident coverage area around theincident location; and where the instructions for transmitting comprise:instructions for transmitting the media preservation instruction tosensors within the incident coverage area of the incident location. 101.The call center processing system of claim 100, further comprising asensor database, and where the media collection program furthercomprises instructions for: querying the sensor database to select thesensors.
 102. The call center processing system of claim 101, where themedia collection program further comprises instructions for: querying asensor location provider to determine a sensor location for each of thesensors.